Date Received: 2021-11-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: An escrow account was established at re-financing for our quarter of property taxes, even though we told them we have always paid out taxes through an automatic electronic deduction. I called our tax department to see if they could suspend the one payment, that was NOT an option. When the township got the check from Freedom orgage, they returned it to Freedom orgage. I have now spent hours and hours and hours verifying my loan #, home address and last 4 # s of my ss number. I get disconnected. Every single time.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 085XX
Submitted Via: Web
Date Sent: 2021-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-12
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I believe my mortgage servicer, Freedom Mortgage of Indianapolis, IN, conducted their annual escrow account analysis incorrectly and have attempted to collect a higher monthly amount than I legitimately owe. I spent one and one half hours on the phone explaining to their agents the source of the error but the agents on the phone clearly did not understand the analysis. Since then I have written two letters to them, detailing the problem but after taking two months to respond to the first letter and another month to my second letter, they still have not even attempted to understand or acknowledge the source of the error. In the meantime, they have continued to hit me with monthly {$130.00} late fees even though I have been making my principal, interest, and undisputed escrow payments in full and on time. The monthly escrow amount in dispute is only {$85.00} so it seems rather unreasonable to continue to charge {$130.00} late fees while they are taking as much as two months to respond to my letters. The letters are unsigned and I have not been put in contact with a named individual with contact information in order to have a chance at understanding each other 's positions. Now they are sending me foreclosure notices on my property. I am starting to think Freedom Mortgage intentionally scams their customers by artificially boosting escrow payments to help pad their bottom line. And then they try to bully them into compliance with foreclosure notices and submitting bad credit reports.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77380
Submitted Via: Web
Date Sent: 2021-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-11
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Freedom Mortgage XXXX XXXX XXXX XXXX XXXX, TX XXXX was my previous lender. I refinanced in XX/XX/2021 with XXXX XXXX XXXX. Both lenders paid my XXXX XXXX Property Taxes. I have been trying to get the {$2400.00} refund from Freedom Mortgage for over 6 months. This was money taken from my escrow. I called XXXX XXXX Assessors office and spoke with XXXX, she said they did not receive the money from Freedom Mortgage. Bottom line I am asking for your help to get the money owed from Freedom Mortgage.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80031
Submitted Via: Web
Date Sent: 2021-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I re-financed my VA home mortgage and it closed on XX/XX/XXXX. The new mortgage did not have an escrow account as the loan to ratio was 38 %, well below the customary 80 % threshold. In XXXX I was contacted by the mortgage company that they did not have a copy of the flood insurance policy and needed it for their records. I forwarded the original email I had sent them which contained a copy of the policy. I was contacted again by the mortgage company stating they had not received the policy and would force a policy on me. I contacted the flood insurance company and requested they send a copy of the policy to the mortgage company. I was cc 'd on that email dated XX/XX/XXXX. I spoke to the mortgage company and they again said they had not received the policy. I forwarded the email from the flood insurance company with a copy of the flood insurance policy enclosed. I asked for a return receipt in my email and when I did not receive one, I called the mortgage company the next day and confirmed they had received the flood insurance policy. I paid the annual flood insurance policy at the renewal date and shortly after received a refund check from them stating " duplicate payment. '' I called the flood insurance company as after reviewing my checking account, I did not see a duplicate payment. The flood insurance company informed me that the mortgage company had duplicated my payment. I called the mortgage company and spoke with someone in the insurance department and was told, " I see the notes on your account. You did your due diligence and I will get this corrected. '' I then received a notice in the mail from the mortgage company dated XX/XX/XXXX, stating " You are receiving this statement because you have an escrow account with us. '' I again called the mortgage company and spoke with someone in the escrow department. I was told they would " remove the insurance so it does not create a negative and put in the request to remove the escrow account and make sure no disbursements go out again. I was told I would need to send in a written request to remove the escrow account and to send in the duplicate payment check from the insurance company. I sent the request to remove the escrow account with the original refund check from the flood insurance company to the address provided by the individual in the escrow department. I received a letter dated XX/XX/XXXX, stating the request to remove the escrow account was denied. The letter states the following conditions are necessary for canceling an escrow account. 1. Loan is not an FHA insured loan ( VA loan ), 2. Loan has a Loan to Value Ratio below 80 % ( LTVR is 38 % ), 3. Loan has good payment history or timely payments for the principal, interest, and escrow payments ( principal and interest payments have been made on time with additional funds going to the principal each month. There is not an escrow account added to this loan until XX/XX/XXXX per the XX/XX/XXXX statement received ). I called the mortgage company yet again and spoke with an escalation specialist who transferred me to a mortgage team member who told me she would get her supervisor involved and submit a request to remove the escrow account. I asked that I receive something in writing by the end of the day to that effect. She said it would be by the end of the week. Today, XX/XX/XXXX, I received a call from the mortgage company saying they are refusing to remove the escrow account and that they don't have the refund check. So I am out the money I paid to the flood insurance company, out the refunded money for the duplicate payment and being charged through an escrow account that per 12 CFR 1024.17, if the escrow account was a condition of my loan, I should have been notified in the closing disclosure. Instead, the escrow account was added to my loan without my knowledge and although I meet the criteria in the letter I was sent by the mortgage company for conditions to remove the escrow account, they are still refusing to remove the escrow and to refund me the money already paid to the flood insurance company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NV
Zip: 89048
Submitted Via: Web
Date Sent: 2021-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/2021 I received an email from Freedom Mortgage Company ( my current mortgagee ) that my loan application is complete. I NEVER APPLIED FOR A LOAN. On XX/XX/2021 I received an email requesting that I click on the above link to start the process & sign application. I called Freedom Mortgage and advised them that I had never applied for a re-fi. To which I was told that I had applied on XX/XX/2021. She indicated that " XXXX '' was my loan office and she would connect me with him. She then put me on hold only to return to advise that " XXXX '' was not available and would call me back to which he never did. Then on XX/XX/2021 I received another email stating that my loan application was being mailed to me via XXXX. I did receive the package, that I NEVER REQUESTED I NEVER initiated a loan re-fi with this company.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30016
Submitted Via: Web
Date Sent: 2021-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-08
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Tried 3 times already -- my XXXX NOW SHOWS LATE MORTGAGE for 60 days late XX/XX/XXXX for Freedom Mortgage paid off in XXXX of XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95118
Submitted Via: Web
Date Sent: 2021-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-07
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have been working on issues with Freedom Mortgage snice 2019, when the co-borrow on the account filed for bankruptcy chapter XXXX on XXXX XXXX. I was told that I would not be affected by any of this but I no longer receive any type of correspondence form the mortgage company and the mortgage company will no longer speak to me. My current statement for XXXX states total amount due is {$4400.00} with a partial unapplied amount of {$1000.00} and XXXX 's statement states partial unapplied funds in the amount of {$2400.00} total amount due {$4400.00}. I have attached XXXX 's statements on the trans action activity shows XXXX funds XXXX XXXX still shows unapplied funds {$200.00}, {$2200.00} & {$1400.00} I have been told time and time again to " wait and to give it time to catch up ''. I can provide you with copies of any statements if needed. I am unable to speak with anyone at the mortgage company due to the co-borrower Bankruptcy being filed. Her attorney has been following up on this issue for months now and nothing has been resolved. I keep getting further and further behind, they keep saying I am behind when I know I should be ahead. I just want my statement to reflect that I am now current and no longer behind. I do Not want any funds in the reserve.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80017
Submitted Via: Web
Date Sent: 2021-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-06
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XXXX of XXXX my home suffered water damage due to frozen pipes. My insurance carrier covered my loss and began issuing payments. Some of the payments were in check form and included Freedom Mortgage as a payee. I contacted Freedom mortgage to see what they needed from me to process the checks. On XX/XX/XXXX two checks in the amount of {$8900.00} and {$14.00}, XXXX were received by Freedom mortgage in their mail room. The checks were sent with XXXX. I also sent in all photos and documents they requested. I have not received the checks back to date. I have been told that the checks were processing and would be overnighted to me, I was told there were issues with the checks, and also have been told that they were lost in the mail room. On XX/XX/XXXX XXXX XXXX from freedom mortgage told me she was sending an email inquiry to the status of my checks to processor XXXX XXXX and her two supervisors, XXXX and XXXX. I hadnt received the checks or any communication. I was told I would be contacted by XXXX. XXXX left a voicemail for me on XX/XX/XXXX saying there was an issue with the checks and asked me to call her back. I called back that day and spoke with XXXX. She informed me that XXXX XXXX left a note in my file that there was something wrong with the checks. XXXX called my insurance ( XXXX XXXX ) and asked that the checks be reissued. They told me to send in the new checks to them for endorsement. I never received any new checks nor did XXXX XXXX issue any new checks. On XX/XX/XXXX I called Feeedom to check on the status of my checks. I spoke with XXXX XXXX again. She stated my checks had been received in XXXX but had never been scanned into my file. She transferred me to a supervisor named XXXX. XXXX stated that my claim was classified as stamp & go. She stated she would contact the mail room to process my checks and would contact me by the end of the day. She stated my checks would be overnighted to me and that she would provide me with a tracking number. She said I should receive them within 48 hours. I never received any checks. XXXX never called back. On XX/XX/XXXX XXXX XXXX from Freedom called and left a message. He asked me to call him back. I called him back multiple times and left messages. I also sent multiple emails and he has never responded. My contractor is now threatening to file a lien for non payment because Freedom has not released the funds they have been holding. My contractor sent myself and XXXX an email regarding the lien and he did not respond. On XX/XX/XXXX I called my insurance carrier to see if they could reissue the checks in my name. I spoke with XXXX XXXX from XXXX XXXX and she stated that XXXX XXXX from Freedom had called into XXXX XXXX and asked for the checks to be reissued. XXXX stated that Freedom sent my checks to the wrong person and that person had cashed the checks. XXXX XXXX has images of the cancelled checks and states that they can not be reissued. Freedom mortgage has still refused to issue the insurance funds owed to me. I am at risk of having a lien placed on my property, and Freedom is ignoring my calls and emails. They are not acting in good faith and have placed me and my contractor in a very difficult situation. Work has been done on my property for several months now but I cant pay the bill because Freedom is refusing to endorse and return the insurance checks.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75075
Submitted Via: Web
Date Sent: 2021-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: We have an escrow account with Freedom Mortgage that has a balance of {$6000.00} as off XX/XX/XXXX. We received a noticed from Freedom Mortgage our homeowner insurance will expired soon and ask to provide proof of insurance in XX/XX/XXXX. We immediately contacted our insurance agent ( whom has been our agent for the past 10 years ) for our homeowner insurance declaration page and send the document to Freedom Mortgage. Our insurance agent also informed us our policy has expired XXXX XX/XX/XXXX at XXXX, I called to Freedom Mortgage to confirm they received the insurance declaration page. They confirmed the receipt of the declaration page but have not for some reason our escrow account is NOT set to pay for our homeowners insurance. The representative told me that they can overnight a check to insurance once they can get this resolve on their end. I asked to file a formal complaint and get this escalated to management and receive a call back about this matter because our property taxes is coming due in XXXX. I did not receive any response from Freedom Mortgage, therefore, I called again on XX/XX/XXXX. Talked to a representative name XXXX and XXXX to resolve this issue, file a complaint and receive a call back. No call back. Talked to our insurance agent XX/XX/XXXX since we have no homeowner insurance coverage as our policy expired XX/XX/XXXX and we have not heard back from Freedom Mortgage. We decided to pay our homeowner insurance policy with our credit card because there was no responds from Freedom Mortgage on when they will pay our insurance premium. If Freedom Mortgage does end up paying, our insurance company can reimburse us. I called Freedom Mortgage again on XX/XX/XXXX at XXXX and I talked to a XXXX. XXXX did not provide any useful information and can not confirm if they will send a check to our insurance and can not confirm our property taxes will be paid in XXXX. Again, XXXX said she will escalate this matter to her supervisor. After spending hours on the phone for the past week, we still have not receive any response from Freedom Mortgage about this matter. We do not know if our property taxes nor our insurance premium will be pay but Freedom Mortgage has over $ XXXX in our escrow account and continue to collect funds towards our escrow acct from our month payment. This is not acceptable business practice and is unfair to consumers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95747
Submitted Via: Web
Date Sent: 2021-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-03
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My name is XXXX XXXX and I am sending this request myself to address the inaccuracies on my Credit Reports. FREEDOM MORTGAGE is reporting late as reported in XXXX and XXXX. Lets delete this immediately. The Bureaus are required to verify for themselves, but they failed to neither verify nor update me about these complaints.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: GA
Zip: 30349
Submitted Via: Web
Date Sent: 2021-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A